Customer Success Manager

| Greater LA Area

What You'll Do

RingDNA is looking for a proven Customer Success Manager to join our fast-growing team. You'll be responsible for delivering massive value to our customers. Part coach, project manager, consultant and product expert, our Customer Success Managers are continually focused on helping our customers improve their team communication and be successful.

  • On-boarding
    • Work with new RingDNA customers to provide on-boarding, integration, education and documentation to drive long term customer success & value
    • Strategically Configure, Test, Document, and educate both RingDNA and Customer resources on system design to ensure long term success
  • Solutioning
    • Position RingDNA’s advantages against perceived alternatives and competing offerings
    • Understand customer growth goals, strategies & initiatives, and establish as a best in class product experience solution
    • Recommend best practice use case of RingDNA based on understanding of customer’s business, use cases, success criteria for getting value, and data
    • Configure and set-up all features
    • Handle renewals & negotiations for customers
    • Identify & build relationships with key Executive Stakeholders within your portfolio
  • Outcomes and Risk Management
    • Drive adoption of RingDNA’s product features to maximize value provided
    • Remain up to date on RingDNA’s product features and developed use cases to drive customers to best practice standards
    • Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence
  • Documentation
    • Produce internal best practices and customer user stories to strengthen the implementation process
  • Technical Support
    • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
    • Help resolve software and technical questions for the customer efficiently and effectively
    • Gather the required information necessary in order to best handle customer software and technical inquiries
    • Manage customer expectations regarding estimated response times for issue resolution
    • Meet SLAs like response and resolution times

Who You Are:

  • BA/BS or Equivalent
  • 3+ years of account management and/or sales experience from a high tech company-ideally with Customer Success, CRM or related applications (i.e. ERP systems) in a SaaS environment
  • SaaS experience is required
  • 2+ years of recent experience in Professional Services/Consulting/Customer Success
  • Strong passion for being hands-on technically and product savviness
  • Strong proficiency in Salesforce, specifically in regards to data architecture/modeling and application configuration
  • SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package highly preferred
  • Experience collaborating with cross functional teams within a customer organization to support a joint outcome
  • Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must
  • Passion for a standardized/prescriptive processes
  • Enthusiasm for customer success & excellence
  • Ability to work in a fast paced, high growth environment and be a team player
  • Consistent track record of delivering high renewal rates and meeting up-sell quota

Who We Are: 

RingDNA is the leading end-to-end sales engagement platform that combines enterprise-grade telephony with conversation intelligence. RingDNA helps teams engage with prospects and customers in the right way, at the right time, with the right context. Sales, support, and customer success teams use ringDNA to dramatically increase productivity, engage in smarter conversations, gain predictive insights, and coach reps to success faster than ever before.

RingDNA was named to the “Hot 100” best privately held software companies by JMP Securities. The company was also named “One of The Best Privately Owned Companies in America” by Entrepreneur magazine. For more information visit www.ringDNA.com.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Backbone.jsFrameworks
    • PlayFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • GainsightPXAnalytics
    • AmplifyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • ZeplinManagement

Location

Located in the heart of Sherman Oaks, ringDNA’s modern office provides easy access to great food and fun activities right outside our front door.

An Insider's view of ringDNA

How would you describe the company’s work-life balance?

One of the most enjoyable things about ringDNA is the work/life balance which is supported by my manager and leadership. In my time here, I’ve found no pressure to work long hours/weekends but found genuine empathy and care among colleagues and management. This has been crucial in my transition to a new industry within a fast-growing startup.

Chelsea

Customer Success Manager

How do you collaborate with other teams in the company?

As an engineer on the platform team, it’s vital I know what teams are doing and what’s important to them. I listen to support stand-ups for customer updates and talk regularly to sales/marketing to see what is driving the needle or creating roadblocks. Being proactive helps ensure everyone feels comfortable coming to me with questions or issues.

Tracy

Software Engineer

What makes someone successful on your team?

Grit. Put in the work necessary for the desired outcome. Transparency. Be ok with it and embrace it. We track every activity and outcome, and everyone knows what’s working and what isn’t. Coach-ability. The good and bad being available allows us all to improve. Finally, collaboration. There are no silos for teams. We work hard together to win.

John

Enterprise Account Executive

What are ringDNA Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
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